Senior ServiceNow Business Analyst

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role

The Senior Business Analyst will play a critical role in the Enterprise Service Management (ESM) organization by analyzing business needs, defining solution requirements, and guiding the successful design and implementation of ServiceNow capabilities. The position will be based in Hyderabad and report to the ESM office. This role is vital for enabling scalable, efficient, and optimized service management processes across the enterprise, leveraging the ServiceNow platform—particularly in IT Service Management (ITSM), Customer Service Management (CSM), and Field Service Management (FSM).

As a key contributor in the ServiceNow product lifecycle, the Senior Business Analyst will collaborate with cross-functional teams, including product management, development, QA, service delivery, and service performance management, to support business transformation and continuous service improvement initiatives. The analyst will work extensively within Agile frameworks and be well-versed in SDLC and ITIL practices. This position requires a detail-oriented problem solver with a strong understanding of ServiceNow’s modular capabilities and business analysis best practices.

Your Role Accountabilities

REQUIREMENT GATHERING & ANALYSIS

• Conduct detailed interviews, workshops, and discussions with business stakeholders to understand their needs, pain points, and goals.
• Translate business requirements into clear, actionable user stories and functional specifications for the ServiceNow platform.
• Define and manage acceptance criteria and ensure traceability from business requirements through testing and implementation.
• Serve as a liaison between business and technical teams to ensure alignment and mutual understanding.\
  
  

WORKFLOW DESIGN & IMPROVEMENT

• Collaborate with process owners and service delivery teams to design optimized workflows in ServiceNow.
• Identify inefficiencies and propose streamlined solutions using standard ServiceNow functionalities across ITSM, CSM, and FSM modules.
• Ensure solutions support automation, compliance, and long-term scalability while aligning with enterprise service management goals.
• Recommend and contribute to platform roadmap improvements based on process gaps and enhancement opportunities.
  
  

IMPLEMENTATION & TESTING MANAGEMENT

• Partner with development and QA teams throughout Agile sprints to review progress and validate deliverables.
• Participate in and help facilitate Agile ceremonies such as sprint planning, backlog grooming, and sprint demos.
• Support the development of functional test cases, perform validation testing, and coordinate User Acceptance Testing (UAT) with stakeholders.
• Ensure timely resolution of defects and change requests during the testing and go-live phases.
  
  

DOCUMENTATION & TRAINING

• Create and maintain thorough documentation including process flows, requirements traceability matrices, user guides, and release notes.
• Develop and deliver training content to end users, support teams, and business stakeholders to facilitate adoption.
• Maintain up-to-date documentation within knowledge repositories in alignment with compliance and audit requirements.
• Assist in establishing documentation standards and templates within the ESM organization.
  
  

TROUBLESHOOTING & SUPPORT

• Act as a SME (Subject Matter Expert) for the implemented solutions post-deployment, offering analysis and resolution of issues.
• Monitor solution performance and gather feedback for iterative improvement.
• Assist with root cause analysis and recommend preventive actions to avoid recurrence of common issues.
• Maintain familiarity with platform updates, patch cycles, and roadmap planning to proactively identify potential impacts.
• Qualifications & Experiences:
• • 5+ years of experience in business analysis, with at least 2 years supporting ServiceNow implementations across ITSM and related modules.
  • Strong working knowledge of ServiceNow capabilities, including Incident, Problem, Change, Request, Knowledge, CMDB, and Agile.
  • Understanding of SDLC and Agile methodologies (e.g., Scrum, SAFe), with hands-on experience working in Agile delivery teams.
  • Practical experience with process modeling, business process redesign, and workflow optimization.
  • Exceptional skills in stakeholder engagement, requirement gathering, and technical documentation.
  • Bachelor’s degree in Information Technology, Computer Science, or related field.
    

Not Required But Preferred Experience

• ITIL v4 certification or equivalent experience in service management frameworks.
• Experience using ServiceNow or similar platforms for service delivery and performance reporting.
• Familiarity with Agile or SAFe methodologies.
• Familiarity with CSM and FSM modules in addition to core ITSM capabilities.
• Experience in the media and entertainment industry or large-scale enterprise environments.
  
  

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.